Remote Technical Release Manager

About Hauler Hero Hauler Hero builds the operating system for residential and commercial waste haulers, including dispatch, routing, billing, payments, customer management, and the driver app that ties field operations together. Our customers are private haulers, municipal operators, dispatchers, drivers, billing teams, customer service teams, and owners who are running real-world operations every day. They are not buying software for software’s sake. They need tools that make routes cleaner, billing more accurate, drivers more informed, and customers easier to serve. We are a fast-moving, founder-led vertical SaaS company. We ship quickly, work closely with customers, and solve problems in an industry where the details matter. Our product has grown quickly, and our documentation, release communication, internal runbooks, and release readiness process need to catch up to the pace of the business. That is where this role comes in. About the Role We are looking for a Technical Release Manager to own the documentation, release communication, and customer-readiness process for what Hauler Hero ships. This is not a DevOps or deployment management role. Documentation is the core craft. Release coordination is the operating layer around it. You will own the help center, release notes, internal runbooks, and the communication rhythm that helps move work from “the product is built” to “customers know it exists, support knows how it works, and we know whether it landed.” What You’ll Own Customer-Facing Documentation You will own the Hauler Hero help center. That includes how-to guides, feature documentation, FAQs, troubleshooting flows, and plain-language explanations for users who are often operating under real-world pressure. Our users may be dispatching routes, answering customer calls, managing billing issues, supporting drivers, or running municipal service operations. The documentation needs to be clear, accurate, practical, and written for people who do not have time to decode software jargon. You will write most of the content yourself, pull in subject-matter experts when needed, and keep documentation accurate as the product changes. Release Notes and Release Communication You will own release communication for customers and internal teams. That means customer-facing release notes that explain what changed in plain language, and internal release notes that help CS, Sales, Implementation, and Support understand what is changing before questions start coming in. The goal is not just to announce features. The goal is to make sure customers understand what matters, internal teams know how to talk about it, and everyone has the context they need before a release creates confusion. Internal Runbooks You will help turn institutional knowledge into clear, findable documentation. This includes onboarding docs, support escalation paths, common issue guides, troubleshooting steps, release checklists, and “what to do when X happens” runbooks. A lot of what we know today lives in Slack threads, DMs, Looms, customer calls, and people’s heads. Your job is to help turn that into usable operating knowledge. Release Readiness You will help us build a more predictable release rhythm across Product, Design, Engineering, CS, Implementation, and Sales. This includes clarifying what is shipping, who needs to know, which customers are impacted, what needs to be documented, what internal teams need before launch, and what must be true before a release goes out. We are moving toward more selective rollouts and better release discipline. This role will help make that real without turning it into bureaucracy. QA and Customer-Readiness Loop You will not replace engineering QA, but you will help close the gap between “the code works” and “the customer experience works.” That means reading through workflows like a customer, spotting unclear language, noticing broken handoffs, asking where the edge cases are, and pushing for clarity before something gets released. You should be comfortable asking direct questions like: Is this actually ready? Who needs to know? What happens if a dispatcher does this? How will Support explain this? What does this mean for a municipal customer versus a private hauler? Decision Logs and Postmortems When we launch something, change direction, hit a sharp edge, or learn something important, you will help make sure the reasoning and takeaways are documented somewhere we can find again. The goal is not documentation for documentation’s sake. The goal is to help the company learn faster and avoid rediscovering the same context over and over. Future Feedback Loop Over time, you may help us connect release communication and documentation work to product analytics tools like Amplitude, Mixpanel, or Heap so we can better understand whether shipped work is actually being adopted and whether it is helping customers. What This Role Is Not This is not a Product Manager role. You will not own the roadmap, scope features, or set product direction. This is also not a traditional technical writing role where you wait for specs and turn them into docs. You will need to work across teams, ask questions, spot gaps, and help improve how releases are communicated and supported. This is not a role for someone who needs a fully built documentation system, mature release process, or large team already in place. There is a real backlog, and part of the job is building the foundation while doing the work. The work is high-leverage, but not always glamorous. If you like making messy things clearer, this is the kind of role where you can have a large impact. What We’re Looking For 5+ years of experience writing technical documentation, ideally for B2B SaaS Strong writing samples or a portfolio we can review Experience creating customer-facing help content, release notes, internal documentation, and process documentation Comfort working in a fast-moving, founder-led environment where the foundation is still being built Strong judgment around what customers need to know, what internal teams need to know, and what can wait Ability to write clearly for non-technical users, including operators, dispatchers, drivers, billing teams, customer service teams, and business owners A testing mindset and the ability to spot unclear workflows, edge cases, broken handoffs, and customer confusion before they become support issues Enough organization to help run a release communication process without turning it into bureaucracy Comfort being the only person in your function for a period of time Willingness to ask direct questions and push for clarity Fluency using AI tools in your writing workflow. Claude is part of our daily workflow, and we expect this person to use AI thoughtfully to draft faster, pressure-test content, and reason through edge cases. Bonus Points Experience with vertical SaaS Experience with feature flags, staged rollouts, tenant-based rollouts, or progressive releases Multi-tenant SaaS experience Experience with product analytics tools like Amplitude, Mixpanel, or Heap Content design experience Experience writing for non-technical users in field operations, logistics, field service, transportation, waste, construction, municipal services, or other operational industries Experience supporting documentation for mobile apps, driver workflows, routing, billing, payments, or customer service tools Waste industry experience is not required, but curiosity about the space matters What We Offer Opportunity to make a meaningful impact in a critical, underserved industry Collaborative, customer-focused environment where documentation directly improves how teams and customers work Competitive salary and benefits package Remote-first flexibility with a distributed team across the U.S. Paid time off and paid holidays Virtual team collaboration and occasional in-person company offsites